Service Manager

Job description

**Business type**:

- Types of Jobs - Information systems / IT Project management

**Job title**:

- Service Manager - Application Services (46905)

**Contract type**:

- Permanent Contract

**Job summary**:

- CA-CIB - Information Systems Asia Pacific (ISAP),
- Crédit Agricole Corporate and Investment Banking (CA-CIB) is the CIB arm of Crédit Agricole Group, world’s 12th largest bank by total assets.
- Our Singapore center, Information Systems Asia Pacific (ISAP), is one of the 3 main IT Hubs for CA-CIB's worldwide business with over 800 IT staffs covering Production and Application Development activities. We work daily with international branches located in 33 countries by supporting their IT solutions and envisioning and developing the Bank’s futures information systems.
- Within ISAP, the IT Production department (ITS) is in charge of IT Operations (RUN) for CACIB IT infrastructure in Paris, which is the main IT hub, and to a lower extent other geographies such as London and Singapore.
- These activities cover the following technologies:Core Infrastructure: Network, Security, Systems (Windows, UNIX, Linux, Cloud), Storage and Backup
- Middleware: Database (Oracle, SQL, Sybase, Postgre), Big Data and production tools (Control-M, MQSeries, CFT, Sharepoint, etc)
- Workplace: User Access Infrastructure (Citrix, VDI, etc) and Unified Communication systems- Build activities, such as architecture, design and project management, are managed by Paris Infrastructure teams**The position**
- He manages a local team of L2 and L3 production engineers.
- The Service is assisted by a Service Lead.
- He’s based in Singapore but works according to Paris windows of service.

**Main Responsibilities**
The Service Manager is accountable for his/her business lines for:
- Performing all run activities in respect of CACIB process, ensuring

Respect of the SLA (changes, incidents, requests)
- Appropriate reaction, in line the severity of an incident or escalation.
- ITS ITIL processes are dully followed (change, incident, problem management).
- The team activity is properly planned in advance (especially for out of business hours activities)- Handling escalation on actions from Production Engineers (incident, request, change)

Escalates to management if needed
- Ensure the Knowledge is shared within the team
- Enable coordination with other team and especially ITS ISAP and CAGIP SOCLES- Continuous improvement of service provided by Production Engineer

Enable and encourage Improvement from the team.
- Propose continuous improvement for current activity, organization and process
- Foster automation and DEVOPS spirit- Managing knowledge in coordination with AS community
- Ensures Production Engineers are in line with the skill matrix
- Controls that Knowledge database is updated

Position location

**Geographical area**:

- Asia, Singapore

**City**:

- Singapour

**Minimal education level**:

- Bachelor Degree / BSc Degree or equivalent

**Academic qualification / Speciality**:

- Bachelor and above

**Level of mínimal experience**:
6-10 years

**Experience**:
**Skills sought**:
**Soft Skills**
Strong leadership abilities with ability to do efficient multitasking
- Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
- Client Oriented with Strong Relationship management.
- Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
- Coordination and decision taking capabilities during crisis situations.
- Ability to work under pressure

**Experience**
Infrastructure or Application support hands on experience of at least 5-10 years’ mandatory- Technologies and/or Applications background with ability to grasp impact and interdependencies

**Job specific environment and/or organization**
English language
- Working hours will match Europe business hours - 2pm to 11pm SGT (rotation in morning shift is possible based on duties).
- Service Manager might be escalated during non-office hours on his/her professional / personal phone.
- Legal and Regulatory Responsibilities
- Comply with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance